Client Success Operations Analyst

Job SummaryThe Client Success Operations Analyst (CS Ops) plays a key role in ensuring clients achieve measurable value and long-term success through Ethixbase360’s platform and services.You will oversee a portfolio of accounts, manage onboarding, client engagement, and renewal activities while supporting Client Success Managers (CSMs) with analytics, reporting, and process optimization.This role is ideal for someone who thrives in a client-focused, data-driven environment and enjoys problem-solving, process improvement, and cross-functional collaboration.The Client Success team is dedicated to ensuring our existing clients achieve maximum value and satisfaction from our products and services.The primary focus of the team is to build and maintain strong, long-lasting partnership relationships with our clients by understanding their unique needs and providing tailored solutions that drive their success.Key ResponsibilitiesClient Relationship ManagementServe as the main point of contact for a portfolio of clients, ensuring prompt and professional handling of inquiries.Develop a deep understanding of each client’s goals, workflows, and success metrics to maximize value and satisfaction.Support CSMs and Account Managers in executing business reviews and renewal activities through administration support and related tasks.Operational ExcellenceTriage and manage incoming client requests, collaborating with CSMs, Support, and Account Managers to ensure timely resolution.Implement and onboard new clients to the Ethixbase360 platform, including user training and guidance.Maintain accurate records of client activity, usage, and feedback in internal systems.Contribute to ad hoc projects and initiatives as required to support the team’s objectives.Reporting & InsightsProduce and deliver accurate reports, dashboards, and analytics to monitor client health, engagement, and retention.Identify trends, risks, and opportunities within assigned accounts to support growth and prevent churn.Growth & Continuous ImprovementIdentify and qualify upsell and cross-sell opportunities in collaboration with CSMs and Account Managers.Provide actionable feedback from clients to internal teams (Product, Platform, Operations, and Support) to enhance the client experience.Contribute to process improvements and documentation for the Client Success function.QualificationsExperience & Education1–3 years of professional experience in Client Success, Client Support, or Account Management (SaaS or technology environment preferred).Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).Skills & AttributesExcellent communication (proficient in English – written and spoken) and relationship management skills, with a client-first mindset.Strong analytical and reporting abilities; confident working with data to identify insights.Comfortable learning and using SaaS platforms and CRM tools (e.g., Salesforce, Zendesk).Highly organized and detail-oriented with the ability to manage multiple priorities.Self-motivated, naturally proactive, and adaptable in a fast-paced environment.Collaborative and positive approach to working with global teams and stakeholders.Familiarity with risk, compliance, or regulatory environments is an advantage.MiscellaneousAbility to work evenings at least 2 days per week to cover global clients is a plus.What else do you need to knowThe role will work alongside Client Success Managers based globally at Ethixbase360. The position is remotely based in Penang, Malaysia. We have an office available for those that wish to work there and run regular team building and social events for all local members of Ethixbase.This job description does not provide all the duties and responsibilities for this role. It is expected the role holder will undertake duties as needed and directed by the manager and the company.We provide competitive compensation and a professional atmosphere. This is a collaborative and inclusive work environment where individuals strong on aptitude and positive attitude will have opportunities to grow their professional careers through working with some of the most advanced technology and talented developers in the business.We are an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at peopleandtalent@ethixbase360.com for assistance.Please visit our website to learn more: https://ethixbase360.com/We promote information security.